ComplaintsforNavy Federal Credit Union
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Complaint Details
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Initial Complaint
09/15/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have sent multiple certified mail letters asking for validation and the method of how they validated multiple fraudulent and questionable items on my credit report and have not received back anything in over 35 days for these accounts that are clearly inaccurate and fraudulent accounts. This credit bureau is disregarding the law and taking advantage of me and this has caused a big stress on my life. My most recent certified letter I sent was 08/05/2021. I have added the letter and the FTC I sent to them. I DEMAND that all the items are deleted and if action is not taken I will sue in small claims court in my city and the company will have to come and represent themselves.Business response
11/05/2021
We are still in the process of researching our members concern and will require additional time to complete our final response. We apologize for the delay. Once we have completed our investigation, we will be able to provide a more detailed response. Thank you.Business response
11/16/2021
Navy Federal has researched our member's concern. A letter was sent directly to our member today, 16 November 2021, in response to this matter. Thank you.Initial Complaint
09/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I had purchased some items from a store online which name was different than what appeared on my credit card. On my credit card it appears as ***** *****. Something didn't sit right with the transaction so I decided to immediately email the merchant and tell them I no longer want the item and to cancel the transaction because it seems like what they were selling me seems to be a scam. They were selling me items from ****** and ****'s that were unclaimed. The next thing I noticed item that initial had USPS info changed to shipping from China. Contacted card company, provided all the emails between the merchant and I, and all information including returned item which i attached. Credit union never sent me info on refusal to return my money back. Spoke 2 supervisor including Carolyn who told she doesn't know why I didn't get written notification regarding ruling. They have claims adjusters that customers can not speak with. Less me to conclude this bank is also a fraud. I need my $57.97.Business response
10/20/2021
20 October 2021
Dear *** *******:
Your complaint filed with the Better Business Bureau on 16 September has been referred to me for a response. Thank you for taking the time to bring your concerns to our attention and for providing us with the opportunity to respond.
We have researched your concerns. On 8 July 2021, you submitted a debit card dispute claim in the amount of $56.97. Our records show that you returned the merchandise to the merchant, and the funds were successfully recovered. On 20 September, your checking account was permanently credited in the amount of the claim, and a letter was sent to you informing you of the outcome.
If you would like to discuss this matter further, please contact John A****, Manager, Debit Card Dispute, at ###-###-####, extension *****, between the hours of 8:00 a.m. and 4:30 p.m., Central time, weekdays.
Sincerely,
Tynika W*****
Senior Vice President, Debit Card & Funds Services
Initial Complaint
09/13/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
NAVY FCU ********** - ********** reported Lates on my consumer credit report. I was never late and my payments made on time. I already sent letter to bureau last several months asking to verify the mentioned account but i havent heard response ever since nor receive any documentation that can validate that I was late the following dates reported to my consumer credit report.Business response
10/19/2021
Navy Federal has researched our member's concern. A letter was sent directly to our member via eMessage today, 19 October 2021, in response to this matter.Initial Complaint
09/09/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am the primary on my bank account and they without warning or any contact took 500 out of my account to pay a debt of a secondary in the account which also gave no warning. Neither of us authorized this deduction from the account. When i called we spike to Diana and her manager Angela who gave no resolve to the situation. I request my money be put back into my account as I have bills I have already set up payments to come out. Highly unprofessional and I am disgusted at this bank for stealing money.Business response
10/18/2021
18 October 2021
Dear **** *********:
Your concern submitted via the Better Business Bureau has been referred to me for a reply. Thank you for bringing your concerns to our attention and providing us with the opportunity to respond.
We have reviewed your concerns. Our records show that on 8 September, a deposit in the amount of $3,000.00 was credited to your joint checking account ending in ****. On the same day, funds in the amount of $500.00 were properly transferred from the checking account to an account owned by the joint owner of the checking account ending in ****. The funds were transferred in accordance with Navy Federal’s Credit Card Agreement and Disclosure, which can be reviewed at navyfederal.org.
Additionally, we reviewed the calls with our Contact Center and determined that our representatives acted professionally and appropriately.
Should you have any questions regarding other matters, you may contact us toll-free anytime at 1-888-842-NFCU (6328).Sincerely,
Melissa *. N*******
Assistant Vice PresidentInitial Complaint
09/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was charged 16 Overdraft fees from Navy Federal Credit Union - each totaling $29 each. I was unaware of these fees until I looked into my account and saw my account was overdrawn by $435 dollars. I put a stop payment on the merchant and kindly asked the bank if they could refund the fees. The manager said there was nothing they will do basically refusing to help me at all. I want my account to be refunded all 16 overdraft fees and then some so I can actually use the account or close it if I must. This is absolutely unethical and very disconcerting for a bank customer. Why pay to have a bank hold your money and then charge you astronomically when there are errors? I do not recommend this bank or plan to do business with them again. As a military veteran, it solidifies the fact that our society could care less about the people who put their lives on the line to protect and give YOUR FREEDOM. This is how we are treated?Business response
09/16/2021
16 September 2021
Dear *** *****:
Your recent concern which was submitted via the Better Business Bureau has been referred to me for a reply. Thank you for taking the time to bring your concerns to our attention, and for providing us with the opportunity to respond.
It is my understanding that on 9 September, Brandy R****, Savings and Checking Operations Specialist, contacted you at your telephone number of record to discuss your concerns. As discussed with Ms. R****, although the returned item fees that you were assessed due to insufficient funds were valid, as a courtesy Navy Federal has refunded $435.00 of those fees. Please note that stop payments are not permanent and you will need to contact any companies with whom you wish to cancel recurring payments. You may view Navy Federal's Schedule of Fees and Charges via navyfederal.org.
Should you wish to discuss this matter further, you may contact Ms. R**** by calling ###-###-####, extension *****, between the hours of 7:30 a.m. and 4:00 p.m., Central time, weekdays.
Sincerely,
Jaspreet C*****Senior Vice President, Savings Products
Initial Complaint
08/28/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Approximately July 31, 2021 I logged into my Navy Federal Credit Union account and my account was overdrawn and all of my money had been taken (approx. $3k). Called credit union to notify my account was hacked and rep closed acct (which takes 24-48 hours for them to close an acct with fraud activity). She opened up a new checking account, but she LINKED the old account to the new account so new account got hacked also. Had to open up a third account that this time was not linked to the other accounts. During all this fraudulent activity, the credit union Approved a $8,000 loan in my name! I did not request the loan nor receive the funds from it or have any knowledge about the loan. I am now receiving letters for a liability of $13,100. credit union did not authenticate the person who took out the loan in my name. They are negligent in protecting my money and should have red flagged a transaction depleting my account in full and then a loan in my name with no authentication of identity!Business response
09/22/2021
Navy Federal has researched our member's concern. A letter was sent directly to our member via eMessage today, 22 September 2021, in response to this matter.Initial Complaint
08/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
So I filed a dispute for ***** ************ for 106.71. This company sent me a defective-crate cover (for my dog)and it shrunk horribly after AIR DRYING! I followed the care instructions and everything! I told the company this and they were trying to force me into BUYING another one even though I was in the return period. The company automatically assumed and declared that I was the problem and refused to help me in anyway! This left me to go to my bank and get my money back! However Navy Federal denied me of this claim and said that nothing was found to be an error, that I will still be stuck with losing out on my money because the business isn't at fault!! I don't understand how I am not being approved for this dispute!! If a company is denying a customer of a proper solution then of course our banks have to be there to help us! I am being told that my temporary credit will fall off on August 29th, I will like my credit to remain. Please. This is my first ever dispute with Navy.Business response
09/09/2021
9 September 2021
Dear **** ****:
Your complaint filed with the Better Business Bureau on 19 August has been referred to me for a response.Navy Federal has reviewed your concerns. The temporary credit issued to your account in the amount of $106.71 on 30 July will remain while we continue our investigation. ***** **** has until the date of 27 September to respond to the dispute. The outcome of the claim will be provided to you upon conclusion of the investigation.
If you have any questions, you may contact John A****, Manager, Debit Card Dispute, at ###-###-####, extension *****, between the hours of 8:00 a.m. and 4:30 p.m., Central time, weekdays.
Sincerely,
Tynika W*****
Senior Vice President, Debit Card & Funds Services
Initial Complaint
08/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My elderly 76 years old disabled mother with severe heart damage misplaced all debit and credit cards from NFCU. Due to her deteriorating health, she was unable to recall her password but had her access # and bank account information. NFCU decided to lock up her account and asked that we send an email with an ID with phot and certain other information. Everything according to the email was sent to them on 7/21 at ******************************************** she heard nothing back. she went into the branch in Moreno valley and they refused to unlock her account. It's very difficult for me to get around due to my health. I called back on Aug 9th and was told that NFCU has not record of the email which my mom had in her sent box. So she sent it again and we called to confirm around noon. We were then told that new requirements are placed on the account and now we have to repeat the process plus provide additional documentation. All this time, she must have spent close to 7 hours on the phoneBusiness response
08/31/2021
31 August 2021
Dear **** ***:
The complaint you filed with the Better Business Bureau, Complaint ID number ********, has been referred to me for a written response.
It is my understanding that your mother's concern has been resolved. Navy Federal can only discuss the details of an account with an account owner, since you are not an owner on the accounts in question, we are unable to provide you with information regarding your mother's accounts. We regret any inconvenience that you and your mother experienced in this matter.
If you have any questions, you may contact us at 1-888-842-NFCU (6328) anytime.
Sincerely,
Robert S.
Assistant Vice President, Contact Center Resolution
Initial Complaint
07/28/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Phone call on 07/28/2021 @ 4:18pm Representative(s): ***********************, Supervisor of Credit Card services/ Florida Office Issue: After informing me that the finance department will sometimes consider a soft credit card history pull before requesting a hard credit history pull. She also stated that she could contact the finance department for further information internally on my behalf via message but would not assist me despite being a resolution supervisor. She also informed me that she could not provide the contact to her supervisor or manager for further assistance. I should be a valued member, I have a credit card that's been paid on time every month since open, multiple accounts, and recent auto loans through them. The customer service she provided as a supervisor wasn't helpful and also caused me additional time that could be considered for my credit limit increase.Business response
08/27/2021
We have researched our members concern and on 25 August spoke with ******************** to discuss his complaint. Our member appreciated the call. We regret the frustration our member has experienced in regard to this matter. Should ******************** have any additional questions, he may contact ***********************, Supervisor, Credit Card Resolution, by calling **************, between the hours of 9:00 a.m. and 5:00 p.m., Central time, weekdays.
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Customer Complaints Summary
1,970 total complaints in the last 3 years.
940 complaints closed in the last 12 months.